OPENING DATE: 03/18/16 CLOSING DATE: 04/11/16 11:00 PM

https://www.governmentjobs.com/careers/trstx/jobs/1387718/telephone-counselor

GENERAL DESCRIPTION:
Do you have a head for details and a heart for connecting with customers? Teacher Retirement System of Texas (TRS) is currently seeking candidates to join our Telephone Counseling program. Our Benefit Services division is both the heart and the backbone of TRS. Our counselors help our members have a positive retirement experience and strive to provide caring, personal service. Their goal is to provide amazing customer service and make a meaningful difference in the lives of TRS members. We are looking for candidates who love to help people, solve problems, communicate well, and thrive on providing a great customer experience to those they serve. Your experience in banking, accounting, claims or benefit processing gives you a strong foundation to join the TRS family as a trainee where we'll teach you the ins and outs of our business. Upon successful completion of departmental training and employee probation periods, you'll have opportunities to move beyond an entry-level role, connect with our base of over 1.3 million members, and grow your career in one of Austin's Top Workplaces. Come apply today!

As a Telephone Counselor trainee participating in the TRS Benefit Counseling training program, the Telephone Counselor performs routine (journey-level) benefit counseling work, primarily via the telephone in an on-the-job training environment.  Work involves providing comprehensive technical assistance and customer service to TRS members and others regarding all TRS benefit programs via telephone communications.  Works under close supervision with limited latitude for initiative and independent judgment.  This position reports to the Manager of Benefit Counseling.

Salary not less than $2979.79 monthly
State classification: 2913/RSBS III/B16/Non-exempt

 ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:
Benefit Counseling Actively participates in the TRS Benefit Counseling training program. Counsels members and provides assistance to school district officials regarding the full range of TRS benefit options. Explains benefit options, including eligibility requirements and limitations and provides general information and referral services on related benefit programs such as Social Security and Medicare. Responds to and resolves telephone inquiries and complaints. May researche and resolve complaints and problems regarding service and disability requirements, projected benefits, health benefits, refunds, death benefits, purchase of special services, post retirements, district reporting requirements, agency forms and other issues. Determines and explains benefit options and taxes associated with those options. Determines, recommends and/or implements appropriate actions necessary to resolve issues and process member requests, including informing and/or making recommendations to members and school district officials on necessary actions. Interprets and explains TRS and other applicable rules, regulations, policies, procedures, processes and forms. Performs related work as assigned.
Job Bulletin
http://agency.governmentjobs.com/trstx/default.cfm?action=jobbulletin&JobID=1387718[4/5/2016 10:19:02 AM]
 

MINIMUM QUALIFICATION REQUIREMENTS/LICENSES AND CERTIFICATIONS:
Education: High school diploma or equivalent. Training Required to successfully complete the TRS Benefit Counseling training program and new hire probation period. Experience Two (2) years of full-time experience in banking, accounting, claims processing, benefit processing or other customer service related experience involving interpreting, applying and communicating complex laws, regulations and policies.
Registration, Certification, or Licensure: None Preferred Qualifications Associate's or Bachelor's degree from an accredited college or university. One (1) year of experience in a call center environment requiring the interpretation and explanation of complex program laws, rules, policies and procedures. Experience communicating using web chat software. Bilingual in English and Spanish.